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person:"Ahlert, Martin"
~source:"econis"
~person:"Ro, Heejung"
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Beschwerdemanagement
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11
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7
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6
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Ahlert, Martin
Ro, Heejung
Mattila, Anna S.
24
Stauss, Bernd
20
Gelbrich, Katja
17
Grégoire, Yany
16
Roschk, Holger
15
Homburg, Christian
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Fürst, Andreas
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Jang, Soocheong
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Van Vaerenbergh, Yves
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9
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9
Guchait, Priyanko
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8
McColl-Kennedy, Janet R.
8
Robertson, Nichola
8
Tsarenko, Yelena
8
Brock, Christian
7
Edvardsson, Bo
7
Svensson, Göran
7
Tronvoll, Bård
7
Balaji, M. S.
6
Brady, Michael K.
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Cai, Ruiying
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Chebat, Jean-Charles
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Grewal, Dhruv
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Gäthke, Jana
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Hogreve, Jens
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Matos, Celso Augusto de
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Patterson, Paul G.
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Tripp, Thomas M.
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Walsh, Gianfranco
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Wan, Lisa C.
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Weber, Karin
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Zaugg, Alexandra Daniela
6
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5
Baker, Thomas L.
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International journal of hospitality management
2
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Die Betriebswirtschaft : DBW
1
Handbuch Franchising und Cooperation : das Management kooperativer Unternehmensnetzwerke
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Journal of hospitality marketing & management
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ECONIS (ZBW)
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1
Corporate social responsibility : the effect of green practices in a service recovery
Albus, Heidi
;
Ro, Heejung
- In:
Journal of hospitality & tourism research : JHTR ; the …
41
(
2017
)
1
,
pp. 41-65
Persistent link: https://www.econbiz.de/10011632988
Saved in:
2
Silent voices : nonbehavioral reactions to service failures
Ro, Heejung
;
Mattila, Anna S.
- In:
Services marketing quarterly
36
(
2015
)
2
,
pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
Saved in:
3
Customer dissatisfaction responses to restaurant service failures : insights into noncomplainers from a relational perspective
Ro, Heejung
- In:
Journal of hospitality marketing & management
24
(
2015
)
3/4
,
pp. 435-456
Persistent link: https://www.econbiz.de/10011292830
Saved in:
4
The effects of social justice and stigma-consciousness on gay customers' service recovery evaluation
Ro, Heejung
;
Olson, Eric
- In:
Journal of business research : JBR
67
(
2014
)
6
,
pp. 1162-1169
Persistent link: https://www.econbiz.de/10010365163
Saved in:
5
Complaint, patience, and neglect : responses to a dissatisfying service experience
Ro, Heejung
- In:
Service business
8
(
2014
)
2
,
pp. 197-216
Persistent link: https://www.econbiz.de/10010351456
Saved in:
6
Service recovery evaluations : GLBT versus hetero customers
Ro, Heejung
;
Choi, Youngsoo
;
Olson, Eric
- In:
International journal of hospitality management
33
(
2013
),
pp. 366-375
Persistent link: https://www.econbiz.de/10009746343
Saved in:
7
Customer opportunistic complaints management : a critical incident approach
Ro, Heejung
;
Wong, June
- In:
International journal of hospitality management
31
(
2012
)
2
,
pp. 419-427
Persistent link: https://www.econbiz.de/10009503300
Saved in:
8
Kundenbindung von Noncomplainern : neue Aspekte des Beschwerdemanagement
Brock, Christian
;
Blut, Markus
;
Evanschitzky, Heiner
; …
- In:
Kundenmanagement
,
(pp. 57-76)
.
2011
Persistent link: https://www.econbiz.de/10009008212
Saved in:
9
Beschwerdemanagement in Franchisesystemen : Ziele, Herausforderungen und Gestaltungsempfehlungen
Brock, Christian
;
Ahlert, Martin
;
Eggert, Martin
;
Hamm, …
- In:
Handbuch Franchising und Cooperation : das Management …
,
(pp. 693-711)
.
2010
Persistent link: https://www.econbiz.de/10008737683
Saved in:
10
Beschwerdemanagement im B2B-Sektor: Replikation und Erweiterung
Brock, Christian
;
Blut, Markus
;
Evanschitzky, Heiner
; …
- In:
Die Betriebswirtschaft : DBW
70
(
2010
)
1
,
pp. 27-41
Persistent link: https://www.econbiz.de/10003929430
Saved in:
11
Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting
Mattila, Anna S.
;
Ro, Heejung
- In:
Journal of hospitality & tourism research : JHTR ; the …
32
(
2008
)
1
,
pp. 89-107
Persistent link: https://www.econbiz.de/10003661362
Saved in:
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